SERVICE

The Service Network Manager is responsible for leading and optimizing Hisense's nationwide Authorized Service Center (ASC/ASP) network for home appliances and consumer electronics. This role focuses on improving service quality, customer satisfaction, repair performance, and operational efficiency while ensuring service partners consistently meet company standards and KPI targets.

Key Responsibilities

• Manage and develop the nationwide service network to ensure excellent customer support and coverage.

• Monitor and improve service performance through key metrics such as repair turnaround time, first-time fix rate, customer satisfaction, and service quality.

• Conduct regular audits, performance reviews, and field visits to ensure compliance with company standards.

• Drive service partner capability development, technician training, and continuous improvement initiatives.

• Manage service escalations and collaborate with internal teams to resolve operational challenges.

• Lead service network optimization projects to enhance efficiency, service quality, and customer experience.

Qualifications

• Bachelor's degree in Business, Engineering, or a related field preferred.

• At least 3 years of experience in after-sales service management, service network management, or field operations within the home appliance or consumer electronics industry.

• Strong experience managing third-party service providers and nationwide service operations.

• Excellent leadership, analytical, problem-solving, and stakeholder management skills.

• Proficient in Microsoft Excel, PowerPoint, and performance reporting tools.